#SMRT breakdown: Tracking Saw Phaik Hwa, the woman in the hot seat

Ms Saw's candour has sparked anger. -- ST PHOTO: CHEW SENG KIM By Judith Tan When it was announced in 2002 that Ms Saw Phaik Hwa would become SMRT's chief executive, eyebrows were raised. She was someone outside the military and public sector elite, and a woman to boot. It did not matter that she had 19 years' experience in duty-free retail chain DFS Venture Singapore, rising to become a regional president who oversaw 1,000 staff in Singapore, Malaysia and Indonesia. Background story Service is key 'Today, service is the buzzword everywhere in every industry... As a company, we don't want to see the ride as the only service which is important. There must be good service in every transaction with every customer.' MS SAW, on making it a priority to improve service Background story WHO IS SAW PHAIK HWA? Born in Kuala Lumpur, Malaysia on Oct 25, 1954 Father was a businessman a...